Avaya Helps Enhance Public Safety for India's Most Populous State with Dial 100 Project

Date: 2017-01-31

The Uttar Pradesh Police Dial 100 Centralized Contact Center in Lucknow, India can support more than 600 calls at any given time. India's UP Police is the second largest police force in the world working under a single command. The Dial 100 call center has a current capacity of 300 personnel.

Avaya announced in December the successful completion of its Dial 100 project with the state government of Uttar Pradesh, India’s most populous state. One of the largest and most ambitious projects ever undertaken by the Uttar Pradesh police force, the Dial 100 project is designed to provide integrated emergency services across the entire state, including rural areas, on a 24 x 7 basis.

Uttar Pradesh needed a system that could handle the growing number of emergency calls, greater variety of connectivity technologies, and a diversity of responses. Addressing these needs, Avaya established a centralized contact center in Lucknow, the state capital, to facilitate faster response time to emergency calls, with the ability to support more than 600 calls at any given time to support the state’s 204 million citizens.

The solution is based on an integrated communication model, capable of responding to multiple communications channels including phone, mobile, e-mail, and social media. The contact center supports all dialects of Hindi and some foreign languages. Video calling features also support users with special needs, with agents available that can read sign language and help provide support to people in distress.

The system not only provides a seamless user experience throughout the process, but can also eliminate the need to visit a police station in some instances – a process that can be very distressing for some citizens. The robust IT system by Avaya creates a detailed digital trail of all activities, documenting all issues electronically without police intervention. The system also allows citizens to upload pictures or videos, which gets tagged with their calls and forwarded to the concerned police station electronically for taking cognizance.

Upper right: A response vehicle from the Dial 100 system that is intended to provide the initial response to the Dial 100 call, able to arrive quickly to render aid, triage the situation and handle or standby to assist police, fire, and EMS.

“This citizen-centric solution will empower citizens to get government assistance in an impartial and honest manner in emergencies threatening their life and property," said Vishal Agrawal, Managing Director of Avaya’s India and SAARC (South Asian Association for Regional Cooperation) Operations. "We believe it will lead to a fundamental shift in the way the police provide services at grass-roots level, which will benefit all law-abiding citizens. We are proud to work with Uttar Pradesh to deliver this ground-breaking solution and believe this provides a model for other states to follow.”